Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Returns and Refunds
Your satisfaction is our #1 priority!
Therefore, If you are dissatisfied with your order for any reason, you have the option to return the entire order or any specific part of it for a complete refund. To initiate the return process, it is necessary to register your return within 7 days from the date of receiving your order. The returned goods must be dispatched back as per RealHair instructions promptly and, in any case, no later than 7 days from the registration of your return.
To qualify for a refund, the returned goods must be in a saleable condition, unworn/unused, and accompanied by their original tags and packaging. Proper packaging is essential to ensure that the item remain undamaged during transit. It is important to note that we do not accept responsibility for items damaged in transit.
Unless the item has arrived in a faulty or damaged condition, you are responsible for covering the return postage costs. For added security, we strongly recommend using a tracked mail service and, when appropriate based on the value of the goods, ensuring the shipment with insurance. Retaining proof of postage is advisable throughout the return process.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 7 days after the guaranteed period for delivery has expired. You can do it by sending a message on Contact Us page.